Análisis de la satisfacción del usuario externo del Hospital Dr. Verdi Cevallos Balda para el diseño de estrategias de mejora de la calidad.

Abstract

The interest in carrying out user studies dates from the first decades of the last century, it is in the last two that interest in studying their satisfaction has grown. However, it has not been highlighted that the ontological sense of the sanitary discipline is precisely to cover the expectations that these have. The objective of the present investigation is to analyze the satisfaction of the external user of the Dr. Verdi Cevallos Balda Hospital to propose socio-sanitary strategies for quality improvement. It was a study of a quantitative, descriptive, and correlational type; cross-sectional, non-experimental and non-longitudinal, for which Servqual adapted surveys of expectations and perception were used to 236 users, whose variables were: dependent, external user; and, independent, satisfaction, results that show that the majority of users had the perspective according to all 18 questions in the survey. The perception of quality in the hospital's health services was measured by means of surveys and it was compared with their expectations, showing that out of 18 questions, in 8, the perception exceeded the expectation; in 3, perception exceeded expectation; in 2, there was a slightly high variation between expectation and perception. In other words, the user hoped to have better care and this was achieved thanks to the efficiency and effectiveness with which the multidisciplinary team works, and because the work environment is appropriate for user care. It is concluded that, knowing that users are satisfied with being served there, certain areas must be improved, but at the moment the user is usually in good hands.